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How to Easily Pass the Exin ITIL-F Exam: Expert Advice

Questions 51

Which one of the following is the BEST definition of an event?

Options:

A.

Any change of state that has significance for the management of a configuration item (CI) or IT service

B.

An unplanned interruption to an IT service or a reduction in the quality of an IT service

C.

The unknown cause of one or more incidents that have an impact on an IT service

D.

Reducing or eliminating the cause of an incident or problem

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Questions 52

Which one of the following activities is NOT part of the Deming Cycle?

Options:

A.

Act

B.

Plan

C.

Do

D.

Co-ordinate

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Questions 53

Which of the following would commonly be found in a contract underpinning an IT service?

1. Financial arrangements related to the contract

2. Description of the goods or service provided

3. Responsibilities and dependencies for both parties

Options:

A.

1 and 2 only

B.

1 and 3 only

C.

2 and 3 only

D.

All of the above

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Questions 54

Why is it important for service providers to understand patterns of business activity (PBA)?

Options:

A.

PBA are based on organizational roles and responsibilities

B.

IT service providers CANNOT schedule changes until they understand PBA

C.

Demand for the services delivered by service providers are directly influenced by PBA

D.

Understanding PBA is the only way to enable accurate service level reporting

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Questions 55

Which of these statements about resources and capabilities is CORRECT?

Options:

A.

Resources are types of service asset and capabilities are not

B.

Resources and capabilities are both types of service asset

C.

Capabilities are types of service asset and resources are not

D.

Neither capabilities nor resources are types of service asset

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Questions 56

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

Options:

A.

A capacity database

B.

A definitive media library

C.

A request for change

D.

A known error database

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Questions 57

Which one of the following is the BEST description of a service level agreement (SLA)?

Options:

A.

The part of a contract that specifies the responsibilities of each party

B.

An agreement between the service provider and an internal organization

C.

An agreement between a service provider and an external supplier

D.

An agreement between the service provider and their customer

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Questions 58

A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

Options:

A.

Yes: for information purposes, a known error record can be created at any time it is prudent to do so

B.

No: the Known Error should be created before the problem is logged

C.

No: a known error record is created when the original incident is raised

D.

No: a known error record should be created with the next release of the service

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Questions 59

The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?

Options:

A.

Training in risk management for all staff and identification of risks

B.

Identification of risk, analysis and management of the exposure to risk

C.

Control of exposure to risk and investment of capital

D.

Training of all staff and investment of capital

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Questions 60

Which of the following are valid parts of the service portfolio?

1. Service pipeline

2. Service knowledge management system (SKMS)

3. Service catalogue

Options:

A.

1 and 2 only

B.

3 only

C.

1 and 3 only

D.

All of the above

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